What you'll do
- Lead front-line support for Bastion's partners, managing escalations and triaging technical issues.
- Develop and maintain knowledge bases and AI-powered support tools to automate routine tasks and improve efficiency.
- Collaborate cross-functionally with engineering, product, finops, and compliance teams to resolve issues and improve workflows.
- Design and execute a BPO strategy to scale support operations beyond individual capacity.
- Establish and enforce support SLAs, escalation frameworks, and feedback loops to ensure consistent, high-quality partner service.
What you should know
- The role requires hands-on involvement with partner support and escalation management from day one.
- Applicants should be comfortable working in a fast-changing startup environment with evolving responsibilities.
- Strong judgment is needed to balance automation with human touch in customer support.
- The position demands cross-functional collaboration and the ability to navigate regulatory complexities.
- Candidates will have the opportunity to build scalable operational infrastructure and influence product and engineering priorities.
About the company
- Bastion operates in the regulated financial infrastructure space, focusing on stablecoin issuance and custodial wallet infrastructure.
- The company emphasizes a compliance-first approach to risk management and holds appropriate licenses for its operations.
- Bastion is a startup with a fast-paced environment and evolving product landscape.
- They offer a flexible hybrid work environment based in New York City.
- The company values innovation in AI tooling and automation to scale financial services support efficiently.
Key required skills
AI toolingAutomation workflowsKnowledge managementCustomer supportEscalation management